We’re living in a time of angry conversations, especially on social media. Especially if the topic is politics, conversations quickly degrade into insults, ad hominem attacks, and lordly assertions that “I’m done, have a nice day!” Here are five steps to having civil conversations…

Recently, I mediated a case in which one party was blunt and forceful to the point of pushiness. As a mediator, I was able to moderate the client’s bluntness, and make a safe space for them to resolve the dispute they were in. Here are some of the techniques I used…

If you’re ever dealing with an ungrateful client, consider finding a graceful and professional way to ease out of the contract. One unhappy client out of many delighted clients isn’t worth worrying about.

Reading time: 2 min. I gave a talk last week about the dangers of misplaced, unwise generosity. I talked about the consequences to organizations, service providers, even non-profit mission-based organizations of being unwisely generous, something I’ve written...

Reading time: 2 min 30 sec. “We put considerable work into this project, but they don’t recognize it. We know we’re being paid, but we delivered significant value, and they never expressed any gratitude at all.” I often hear this from clients. They...

Have you ever wanted to be extra specially generous to a client? Have you ever had a client you wanted to be extra specially generous to? Maybe it’s someone on a fixed income, someone who’s struggling financially, or someone who really needs help. So you cut your...